Contact Center Operator

Neptun is a leading retailer in the consumer electronics and home appliances sector, part of BALFIN Group. Since its establishment in 1993, Neptun has built solid partnerships with renowned global tech brands, offering consumers a wide range of over 7,500 products as an authorized reseller. In addition to a network of 31 physical stores, the company is a pioneer of e-commerce in Albania. Neptun is also present in North Macedonia (since 1998) and Kosovo (since 2007).

BALFIN Group is one of the most successful investment groups in the Western Balkans. Established in 1993, the Group today operates across Austria, Albania, Kosovo, Bosnia and Herzegovina, Croatia, North Macedonia, Switzerland, Montenegro, the Netherlands, Canada, and the United States of America. Its diversified portfolio spans multiple sectors, including banking, real estate development, wholesale and retail, asset management, tourism, logistics, education, and entertainment.

With a workforce of approximately 5,500 professionals, BALFIN Group continues to grow steadily, guided by strong business ethics, financial stability, innovation, and a long-term commitment to community impact through Mane Foundation.

Position: Contact Center Operator

Department: Customer Experience

Location: Neptun Kristal Center, Tirana

The main focus of the position is customer support through phone and social media channels, providing information, technical support for products, and online sales. The employee will cover several of the following tasks according to a predefined work plan.

Detyrat

• Responds professionally to incoming customer calls and other communication channels.
• Addresses inquiries, provides information, and resolves complaints related to products or services.
• Researches required information using available resources.
• Processes customer forms and orders promptly and accurately.
• Escalates priority issues to higher-level management when necessary.
• Follows up on complex customer issues and ensures resolution.
• Maintains accurate records of customer interactions, including comments, complaints, and actions taken.
• Completes call notes and reports, and updates records in internal systems.
• Ensures customer satisfaction through timely and effective resolution of issues.
• Assists with outbound calls for appointment scheduling and survey collection.
• Responsible for real-time execution of customer orders and providing quality service.
• Contacts customers to suggest alternative or complementary products.
• Verifies stock availability in the respective store.
• Follows and implements instructions for updating statuses on the official platform.
• Organizes deliveries and directs invoices to the warehouse.
• Manages deliveries and registers data in the third-party delivery system.
• Monitors the status of deliveries and reallocations of other product destinations.
• Organizes and communicates the processing of deliveries based on specified deadlines.
• Performs other duties as instructed by the supervisor.

Kualifikimet

• Bachelor’s degree, (Master’s degree is an advantage).
• Minimum 2 years of work experience in online sales.
• Good knowledge of the English language.
• Energetic and enjoy working with the client.
• Kind and self-confident.
• Willing to work under pressure and in challenging situations.
• Be creative.
• High level of integrity and honesty.
• Ability to maintain confidentiality.
• Ability to work independently and in a team environment.
• Success and result oriented.
• Skilled in communication, persuasion, and negotiation.

Shënime